Express Shipping International LLC

The person name [redacted], came to my office to send a Box to their family in Venezuela, The shipping cost was $ 150.00and I ask her how much she wants to insure her box.She pay only $5.00 that cover only $ 100.00 and explain to her that in case of lost that is the money she will received,...

she was agree.The Box did not get lost , because the increased volume of the shipping the bos get delayed, I told her that we have to submit an investigation which takes 15 days. Since in Venezuela the office closed since December 20 until January 8, will be in contact.They do not want to sign the document for the investigation , instead they treated me to sue me for the box.On Dec 20 I told her and his husband that the box was located in Venezuela , but because the short time to delivered it will be delivered after January 3rdI understand the concern of the client, and I do the best to serve them, unfortunately I am not in the position of provide more information that I have. The box will be delivery to the address she provide, I will make sure that the box will be there.I stay ready to answers more questions any time Regards--              Noemi D[redacted]                        E.S.I.       Express Shipping International           970 East 3300 South Ste 1-A          Salt Lake City, UT. 84106          ph. (801) 484-0111           fax (801) 848- 0222          Cell.(801) 604-4913                                              www.expressintllc.com

Complaint: [redacted]
I am rejecting this response because:
Hello, This email is in regards to complaint #[redacted] against ESI and Noemi D[redacted]. I just talked to customer service at the Salt Lake Revdex.com office and was told that I could respond to the businesses response here, as I didn't receive the email about the business's response for some reason and the link had expired.The response from the Noemi is completely false, as we did sign and email the investigation forms. I will attach an image of the signed copy here, as well as the email that was sent with the attachment to Noemi. In addition, our package has yet to arrive as she states in her response that it will. It is now January 12th and it is no where to be found. She will not tell us where it is, who has it, or what date it will arrive. Only that it will arrive after the 6th!! We are so fed up with this business and demand a refund for our lost package. We don't believe she knows where it is or anything she says. We believe it is lost and that she is simply delaying us until we give up. But we will not.
Sincerely,
[redacted]